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RESOLVED: Android users unable to sync after Samsung Update (8/8/17)

ANSWERED
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‎08-10-2017 12:47 - edited ‎09-19-2017 12:24

‎08-10-2017 12:47 - edited ‎09-19-2017 12:24

Fitbit Update: 09/19/2017: 

 

Hi, Samsung users! It's great to hear you are backing to syncing your Fitbit trackers. Since many of you have confirmed the newest Samsung update for Verizon users on a Samsung Galaxy S5 resolved this syncing issue, I'm going to close this thread.

 

Please check out this link here on the Verizon website: Samsung Galaxy S® 5 Software Update. They state this update included:

  • A fix where the device was unable to connect/pair with some Bluetooth devices.

Thanks everyone for your cooperation while a fix was put in place. If you are not a Samsung Galaxy S5 owner and were not affected by the update from 8/8/17, then give our standard troubleshooting suggestions a try. If anything new pops up in the future, please make sure to open a new topic. 

Fitbit Update: 09/14/2017: 

 

Samsung has released a new system update that contains a fix for this syncing/pairing Bluetooth issue from the last update. If you see the update available for your device, please update your phones. Let me know how it goes! I will be around. 

Fitbit Update: 09/07/2017:

Hey, Samsung users! Thanks so much for patiently waiting while our team investigates this problem with the last Samsung OS update from 8/8/17. I really appreciate the cooperation and willingness to help from everyone. The investigation is still ongoing and continues to be top-priority for our engineers. Thanks for your help while they work hard to have a fix soon! 

Fitbit Update: 08/24/2017:

 

Thanks to everyone who has added additional responses! At this point, we have gathered enough information for our engineers to research. It is no longer necessary to provide information about your Android Device/Network. Thanks so much for your cooperation as the Android team keeps investigating what caused this syncing issue with the Samsung update. I'll be sure to keep you all posted!

Fitbit Update: 08/17/2017: Hi everyone -- Several Android users have reported that their trackers are no longer syncing with their Samsung mobile devices since a Samsung update.

 

If you're experiencing issues, please provide me with the following answers to the best of your ability so I can get this information over to our Android team who is currently investigating the root cause of this:

 

  1. When did you begin experiencing these syncing issues?
  2. What make and model mobile device do you have (Samsung Galaxy S5, S6, Note 6, etc)?
  3. What Android OS are you currently running (go to this link from your phone's internet browser to find out)?
  4. What phone provider do you have (Verizon, T-Mobile, Sprint, etc)?

 

Please copy and paste the above questions and your answers into the response.

 

I appreciate you all for helping out with getting me some answers as well as your continued patience. As a temporary workaround, please sync with an alternative supported device or computer. I promise we are doing everything we can on our end to get you all back to syncing. More updates to come!

Fitbit Update: 08/10/2017:

 

Hey everyone! Thanks for reporting this syncing issue since the Android update from 8/8. Our team is currently investigating and I will provide an update when I have information available. In the meantime, I recommend syncing with another mobile device, or through a computer. Thanks again for bringing this to my attention! 

Want to get more steps? Visit Get Moving in the Health & Wellness Discussion Forum.

Best Answer
1,284 REPLIES 1,284

‎09-07-2017 15:57

In response to AlessFitbit

‎09-07-2017 15:57

@AlessFitbit wrote:

Hey, Samsung users! Thanks so much for patiently waiting while our team investigates this problem with the last Samsung OS update from 8/8/17. I really appreciate the cooperation and willingness to help from everyone. The investigation is still ongoing and continues to be top-priority for our engineers. Thanks for your help while they work hard to have a fix soon! 

This update tells us nothing! Not being able to provide any technical pass down info tells me that Fitbit still does not have a clue how to fix this. Otherwise you would be letting us know.

Best Answer

‎09-07-2017 18:06

In response to AlessFitbit

‎09-07-2017 18:06

How long will it take for a resolution? I lost the toggle for my zip & have no way of tracking.

@AlessFitbit wrote:

Hey, Samsung users! Thanks so much for patiently waiting while our team investigates this problem with the last Samsung OS update from 8/8/17. I really appreciate the cooperation and willingness to help from everyone. The investigation is still ongoing and continues to be top-priority for our engineers. Thanks for your help while they work hard to have a fix soon! 

 

Best Answer

‎09-07-2017 22:10

‎09-07-2017 22:10

Is this now fixed? Please advise

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0 Votes

‎09-07-2017 23:44

In response to Greenwood6024

‎09-07-2017 23:44

@Greenwood6024 check the first post in this thread for the latest updates from fitbit. The last update says they are still working on it

Best Answer

‎09-08-2017 10:52

In response to Funegrl61

‎09-08-2017 10:52

I switched to Myfitnesspal because duh. Tired of paying for stuff that
doesn't work.
Best Answer

‎09-08-2017 15:18

In response to Greenwood6024

‎09-08-2017 15:18

Yes, thank you

Sent from my iPad
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0 Votes

‎09-08-2017 15:29

In response to AlessFitbit

‎09-08-2017 15:29

Thank you Aless. I think it would be wise for Fitbit to remove the Samsung devices from the compatibility search. It's painfully obvious that they are not compatible devices any longer and I'd be fuming if I went out and bought a new one today.

Best Answer

‎09-08-2017 17:38

In response to KatinkaBee

‎09-08-2017 17:38

Hi, mine was a simple notification problem and after a few days and this forum, my phone and Fitbit blaze sync I no longer have issues with my Samsung S6 and Fitbit Blaze syncing.

Sent from my iPad
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0 Votes

‎09-08-2017 18:48

In response to Funegrl61

‎09-08-2017 18:48

My surge has not worked since August 8th.

Best Answer

‎09-09-2017 01:51

In response to Slambo

‎09-09-2017 01:51

Well after I took my Alta HR back to the retailer my friend persuaded me to exchange instead. So on Wed I charged it up. Thursday morning hurrah it had monitored my sleep stages. Success I thought! However I have been unable to SYNC the alta since Thursday at 1646. Yes I have uninstalled and reinstalled the app. Yes I have logged out and logged back in.  All I get is a red exclamation mark and a sign that flashes up "tracker not found". So now I have a fitbit on which I don't even get the badic sleep log just a single blue line.   I have emailed Fitbit but they asked me to come to you.  Hello again fellow fitbit sufferers. I am going demented. Why are Fitbit announcing new products why aren't they working on ensuring their current products work correctly and reliably?  Am I being too British?

Best Answer

‎09-09-2017 07:31

In response to DustyBrough

‎09-09-2017 07:31

It has been over a month since the fitbit/Samsung screw up...my galaxy s5
finds my flex, but it won't pair. I tried to connect to my work computer
and the error message kept telling me" no proximity, can't find" and my
phone tells me " can't communicate".

Cathy Coursey
Best Answer

‎09-09-2017 08:43

In response to DustyBrough

‎09-09-2017 08:43

@DustyBrough wrote:

Well after I took my Alta HR back to the retailer my friend persuaded me to exchange instead. So on Wed I charged it up. Thursday morning hurrah it had monitored my sleep stages. Success I thought! However I have been unable to SYNC the alta since Thursday at 1646. Yes I have uninstalled and reinstalled the app. Yes I have logged out and logged back in.  All I get is a red exclamation mark and a sign that flashes up "tracker not found". So now I have a fitbit on which I don't even get the badic sleep log just a single blue line.   I have emailed Fitbit but they asked me to come to you.  Hello again fellow fitbit sufferers. I am going demented. Why are Fitbit announcing new products why aren't they working on ensuring their current products work correctly and reliably?  Am I being too British?

If Fitbit told you to come to the forum for help, that tells me that they are in trouble. It's simply not a sound business practice for CEO James Park to push out new products that rely on problematic technology. They must be losing money having to supply us all with replacements. I'm on my 4th Surge right now due to faulty wrist bands that are not user replaceable. 

Best Answer

‎09-09-2017 10:28 - edited ‎09-09-2017 10:30

‎09-09-2017 10:28 - edited ‎09-09-2017 10:30

VERY discouraged by this latest "update" from the moderator. I agree with others that, Fitbit is in way over its head trying to fix this. It's been OVER a month now, WTF? Again, very discouraged and extremely disappointed with the lack of communication and the fact that there doesn't seem to be any sense of urgency in resolving this and making your customers trust Fitbit again. 

Best Answer

‎09-09-2017 12:09

‎09-09-2017 12:09

Am running Nougat OS on my S7. I have tried to sync from my laptop as well. It will not snyc at all. I have turned it off and cut it back on to avail. My phone just updated a day ago, but it hasnt synced in more than a week.

Best Answer

‎09-09-2017 13:43

‎09-09-2017 13:43

Note to self:  Before plopping 3 bills down on the fancy new Ionic (coming soon) - remember this thread

Best Answer

‎09-09-2017 18:36

In response to FitQueen59

‎09-09-2017 18:36

I have found that if I turn my bluetooth off on my phone, I can sync on my laptop.  Pain in the butt, but at least it works.  I have to make sure it is turned off before I pull fitbit up on the laptop.

Best Answer
0 Votes

‎09-10-2017 11:22

‎09-10-2017 11:22

I have two Fitbit Flex that have not been able to sync to my Samsung Galaxy 5 phone since the last Samsung update on 8/8/2017.

They both will sync to my computer with the dongle. This is not very convenient and I hope Fitbit finds a fix soon.

Also, after about a week of trying to get the Flex to sync I called Fitbit and was told there was nothing that could be done, the Fitbit Flex's were almost a year out of warranty and I should throw them out and buy a new one! Fitbit emailed me a code for 25% off at their website that was good for a 30 days.

I continued to work on the problem and finally got it to sync to my computer with the Fitbit APP for Windows 10. I'm glad I did not take fitbit's advice.

I hope Fitbit finds a solution for those of us with Android phones.

Best Answer

‎09-10-2017 14:13

In response to SunsetRunner

‎09-10-2017 14:13

The Fitbit support team first emailed me a 6 months free trail to their premium fitness package. I emailed them back when they fix my issue of syncing I'll consider it.
They then emailed me back that this issue is out of their control. We only have hope at this point that Samsung sends a new update with a fix.
Fitbit is only concentrating pushing their New Ionic, which most likely will not sync.
I got use to wearing my fossil watch because my surge not only doesn't sync, it now doesn't show the correct time. I'm giving Fitbit a little more time than I'll say good bye and go to Apple on both iPhone and smart watch. Good luck.
Best Answer

‎09-10-2017 16:35

In response to BekahLynn

‎09-10-2017 16:35

I guess it is time for me to move on to another product...its been over a month and still no head way and still pretty much the same responses from Fitbit.

Best Answer

‎09-10-2017 22:01

In response to RichRun

‎09-10-2017 22:01

@RichRun Any update on this? I'm experiencing the same issue with my Fitbit One and Galaxy S5. Not in the market to get any new devices, hoping for an update. Syncing on my laptop has worked off and on but the Fitbit app my my phone does no good now. I emailed the support team about a week ago with all the details (including the update) and their final response was to say that something was wrong with my S5's Bluetooth. So far it syncs with other things just fine. This is increasingly frustrating, especially since I've tried every troubleshooting "solution"

Best Answer